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Technology Support Analyst
echnology Support Analyst-Mac
ettain group New York City Metropolitan Area (On-site)
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Technology Support Analyst-Mac
Pay $33hr
Duration 6months +
Location World Trade Center
The Technology Support Analyst provides level 1 and level 2 technical support to our colleagues in the U.S., providing best in class customer service.
This position requires a dedicated, reliable individual with the ability to provide in person support to our offices in NYC and phone support to remote colleagues. The successful candidate will have 3+ years proven experience supporting MacOS (we are an 80% Mac shop), the ability to learn new technologies quickly, a strong customer service acumen and the ability to adapt to new ways of working.
Primary responsibilities:
Respond to incoming support requests via multiple channels, including in-person, phone, email and self service
Provide level 1/ level 2 technical support to colleagues both on-site and remotely, in a MacOS/Windows environment, assisting colleagues with their hardware & software needs
Provide Active Directory/Okta user account services such as password resets, server/file share permissions, etc.
Image and deploy hardware, software, printers, displays, and peripherals
Laptop/desktop/mobile device/printer troubleshooting, diagnosis, and repair
Accountable for ticket management; including ticket hygiene and escalations for all assigned incidents and service requests
Champion IT Security, protecting the company's IP through application of policies and procedures
Qualifications
3+ years of experience in a support environment, ideally with both service desk and on-stie desktop support experience
Comprehensive knowledge of deployment and support of MacOS, WindowsOS, Google G Suite, productivity suite applications
Comprehensive knowledge of Mac, PC, iOS, and Android hardware troubleshooting
Working knowledge of Zoom, Slack and Pulse Secure
Knowledge of ServiceNow and ITIL incident, problem and change management processes
Strong documentation skills
Excellent customer service skills, able to work with colleagues at all levels
Strong problem solving abilities
Flexible and collaborative style, with a willingness to adapt to new ways of working as the business changes
Service improvement oriented
Ability learn new technologies and follow documented procedures and processes
Recommended Skills
- Active Directory Group
- Adaptability
- Android 4.0
- Apple Ios
- Change Management
- Computer Security
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Job ID: BBBH153798
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